BT incompetence!

Question

Sorry if this is the wrong forum - but i am a little fed up with the incompetence shown by BT when dealing with a customer complaint at trying to transfer phone services to a new property (new build). This is the text of an email, and letter that we have just sent to BT, i'm hoping that someone will have the guts to stand up and take responsibilty for the problems and not start a "not my fault, it's department X's fault, or department Y's fault. BT would not deal with any aspect of our complaint until such time as the phone and broadband connection was set up. They would not even (despite this being their fault, and immediately admitting that this was their fault) escalate the problem to get it recified quickly.
Dear Sirs
Following on from our previous correspondence (please see our complaints submitted on 7 & 14 October, under your reference (removed for security)), we can confirm that our phone & broadband have been set up and are now working. However, our experience of dealing with BT over our recent house move has left us totally disgusted with your appalling lack of customer service and unless you are able to rectify matters, as outlined below, we shall be looking for a replacement provider of telephone and broadband services as soon as we are able to do so.
In summary our complaint is as follows:
Original order placed on 17 September for a BT engineer to come on 7 October to install our phone line etc. .
No BT engineer arrived on 7 October, so we contacted BT and we were told that the original order had not been processed correctly and we would have to place a new order.
In addition, you failed to disconnect our old line on 4 October as agreed with you on 17 September, and did not do so until after our phone call with you on 7 October. The original line –  MUST be cancelled in our name W.E.F 04 Oct 2013. We will not be liable for, nor will we pay any line rental for that number from that date.
The new order was placed at that point and as we had moved into a new build property, the first available appointment for a BT engineer to come round was not until 29 October (3 weeks later!)
An engineer (not BT) had been booked to attend the house on 8 October to finalise the installation of networking cables and sockets as part of the house build. This process had to be postponed with the company at very short notice, resulting in the engineer still arriving to carry out the work. This was a wasted day, both for us and the engineer.
As well as the problems outlined above, we are also very disappointed with the late delivery of our BT home hub 4. Your correspondence to us confirming our replacement order stated that our new home hub kit would be delivered on 25 October, so we arranged for one of us to be at home that day to receive it. After it not arriving on that day we rang BT and they informed us that our new home hub kit would not be delivered until 29 October (the same day as the engineer would be arriving). On 29 October, the BT engineer came and installed the line, but still no home hub arrived, so again another phone call to BT and this time we were told that we were never getting a Home Hub 4 because we already had the Home Hub 3.
As we have started a new contract with you, we thought we would be entitled to new Home Hub 4.This has now been delivered. However we are not impressed that it was a refurbished version, which we had not been informed that we would be receiving, and the only cable that was included was the power cable, no broadband connection cable, no installation CD etc. Please note that the cable that we are currently using is a spare cable we had from an old phone and is not actually designed for this usage.
When the original order was placed, we were advised that our new monthly direct debit would be around £40. The amount we had previously been paying, which included BT Infinity 2 was £53.50PM. The last payment taken from us was £65.50. We would have expected this payment to have significantly reduced, not increased. We have recently been advised that our monthly payments will be £51 – this cannot be correct as you have significantly downgraded our service
As you will appreciate, the overall impression of this regrettable sequence of events is that BT is a grossly incompetent organisation, with poor internal communications and a cavalier disregard of normal standards of customer service. In addition to the stress and waste of our time created by your broken promises, they have caused one or other of us to take three additional days off work, none of which would have been necessary had you installed the line on the date originally agreed with you. The cost of these days off is approximately £250, for which we hold you responsible.
Accordingly, taking everything into consideration and for the previous problems outlined in our last correspondence (as above) we expect BT to reimburse us to the value of £250. We would also expect a period of free line rental due to the period for which we were without any phone or broadband service, and also a free upgrade and lowered line rental when BT Infinity becomes available to our property.
We shall look forward to hearing from you soon. Please note that anything other than full compliance with our request is likely to lead to this matter being escalated within and, if necessary, beyond your organisation.

Answer 1

Hi treker_ed,
Thanks for posting and welcome to the community!  We can deal with your complaint from here.  Click on my username and under the section "about me" you'll see the link to get in touch with us.
Please include the link to this thread when you complete the form and whenever we've received your details we'll take it from there.
Thanks a million,
Robbie
BTCare Community Mod
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